ComplaintsforVia Benefits Insurance Services, LLC

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband is a retired state employee. OPERS contracted via benefits to manage the **** There information stated they covered insurance premiums. They neglected to clearly show that it only covers premiums that are not held out before taxes. I am employed and carry the insurance. I pay increasing premiums to cover my spouse. All employers hold employee paid portion of premiums pre- tax. Because of this all HRA funds are forfeited at retirement etc. To via benefits! These organizations should not be allowed to do this. The difference between the small tax benefit and amount of premiums is more than 5000 dollars. The difference in any so called tax break on income bracket also is no benefit. This practice is unfair and really results in a kickback to these companies. At the very least they could deduct 20% tax penalty similar to a IRA ************* HOPEFULLY someday someone will disalow this practice and force companies to clearly disclose the pre-tax loop hole used to keep hard working citizens money. These companies should have to publicize to the people serviced how much monetary gain theyrecord related to this practice.

  Business response

  08/02/2024

  We have received this complaint and will reach out to ************** shortly 

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Enrolled in a flexible spending account. During the enrollment time, the service I purchased said it was for spouse coverage. I feel misled as it is only for children under the age of 13.

  Business response

  07/01/2024

  We are researching this complaint and will reach out to Mr. ********** directly.

  Customer response

  07/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been given the run around from both Via Benefits and former employer (Educational Testing Service) regarding the establishment of an ETS HRA account with VB. I retired from ETS on 3/21/2024. The start/effectiv3e date of the HRA was 4/1/2024. VB 's records indicated that the start date for the ETS HRA was 1/1/2024. I was told that the issue had to go to VB's research department for investigation and that it could take up to 6 weeks. By the time that happens, I'll lose eligibility once again for the ETS HRA as the window is only 2 months long (in this case a date of 6/1/2024 based on the correct program start date of 4/1/2024). This is totally UNACCEPTABLE!

  Business response

  05/17/2024

  We have been in contact with Mr. ******** and are in the process of resolving this issue. We will continue to communicate directly with him moving forward.

  Customer response

  05/20/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was employed by Fresenius and had the option to get an HSA account they used VIA BENEFITS I had extra money taken out of my check each pay period to the amount of 417.00 . I did not use the money when I worked there because I didn't have a doctor's appointment during that time.i no longer work there attempted to use the card and it would not work called the company and they told me where I no longer work there I had forfeited my money.

  Business response

  04/19/2024

  We are reviewing this complaint and will contact Ms. ***** shortly.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  FSA paid claims for 2023, then said they were ineligable. Before the deadline of March 2024 I submitted adequate additional recipts for covered services to offset the other items. Instead of applying these, they took money from my 2024 plan to offset the 2023 amount, rather than waiting and applying all the additinal receipts I sent within window. For 2024 elected amount is 3200. they paid me ******. But only show availible balance of ******* since they used funds to offset 2023 before my window to submit claims was over. So 2024 is owed *******

  Business response

  04/05/2024

  We are reviewing this complaint and will reach out to ****************** shortly.

  Customer response

  04/16/2024

  Please reopen,  the business did reach out and indicated they are working to correct it, but will take time.  Until they are done I dont know the outcome.  Thanks, if you need anything else from my end let me know.

  Business response

  04/24/2024

  We would like to request BBB to please consider keeping this complaint open until the issue is resolved.

  Business response

  05/03/2024

  We are in the process of reviewing this complaint and are in communication with ****************** directly.

  Customer response

  05/13/2024

  It has not been resolved, the vendor has asked for more time as they review items I have submitted.

  Business response

  05/28/2024

  WE have been in contact with ****************** and will continue to communicate with him directly.

  Customer response

  05/29/2024

   
  Complaint: 21471733
  
  Plese leave the complaint open as they work through it, they have been in contact with me but it is not yet resolved.
  
  Sincerely,
  
  *****************************

  Business response

  06/06/2024

  This case is still open, and we will continue to communicate directly with ****************** as updates become available.

  Customer response

  06/13/2024

  The issue is not resolved, and as per the business, they continue to work on getting it resolved.  Please keep this open until we have a final resolution.  There is $1000+  missing from my current flex spending, and not one seems to know how to address it so far.  Waiting on a resolution.

   

  ****

• Initial Complaint

  03/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My company transferred $18930.00 from a Retiree Medical Account that had accued funds during my employement to VIA Benefits for the puepose of funding a Health Reimbursement Account at VIA. 6 weeks later and VIA will not fund the account or tell me exactly when, or if, it will be funded.

  Business response

  03/19/2024

  We attempted to contact Mr. ****** today to further discuss the problems and concerns that he has about his HRA, but we were only able to leave a message. We will make another attempt tomorrow 3/20/2024.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Via Benefits reimburses medical expenses to retirees who have medical insurance plans through them. I tried all day yesterday (2/28/24) and this morning (2/29/24) to submit to premium claims for a couple of hundred dollars for reimbursement. I could not get into the reimbursement section because their hyperlink was not working. I spent 45 minutes in a chat with customer service and then tech support who kept telling me to click on the "hyperlink." I kept telling them that it was not working. That was the morning of 2/28. It is now noon on 2/29 and it is STILL not working. These reimbursements are for seniors on Medicare, many of whom probably need the money. The lack of customer service is appalling, frustrating and anxiety provoking. I tried calling later in the day yesterday (2/28), but suddenly, after two years, they could not get into my file because they needed verification from my husband. Totally unacceptable.

  Business response

  03/05/2024

  We spoke with Mrs. ******** on 03/01/2024 and assisted her with requesting a reimbursement form. If Mrs. ******** has any additional concerns we encourage her contact us directly through the established channels.

  Customer response

  03/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

  Customer response

  03/06/2024

  I did not accept that statement because the problem of logging on to the website has not yet been corrected.  Also, I have reached out to the appropriate channels via phone, chat and email.  While I was advised that they are aware of the problem and I will submit what I have via snail mail for the time being, i was also told the log on problem would be fixed so customer could submit for reimbursement in a more expeditious way.  However, the log on problem has not yet been fixed.  I will gladly withdraw my complaint once the log on problem has been fixed.  

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I havent had access to my account for 3 weeks. Since that time, *** called and texted many times to give them my new phone number, including sending pics of my drivers license and video of me, as requested!

  Business response

  02/21/2024

  We will reach out to ****************** and assist with his account.

  Customer response

  02/21/2024

   
  Complaint: 21303198
  
  I am rejecting this response because: they shouldnt need to reach out to me, as Ive given them my new phone number several times!!  They just need to post it!!
  
  Sincerely,
  
  ***************************

  Business response

  02/27/2024

  We apologize for the inconvenience and for the frustration ****************** has been experiencing. We will reach out to him shortly to assist with accessing his account.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Via benefits was hired by ford motor company for their retire medical benefits and I am paying after taxes my health insurance premium as I am out of work for medical reasons and I do not get a check so I pay once again my medical premiums after tax which is the criteria for getting reimbursed for medical premiums.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  VIA Benefits handles my open enrollment for prescription plans. In November, 2024, my wife called and we opted to change from Silver Script to Wellcare prescription plan as there would be no premium for the Wellcare plan, vs $3.30 a month for the Silver Script. Via Benefts processed the application and then for some reason cancelled it and I still have Silver Script with a monthly premium for 2024. Numerous phone calls have left the issue unresolved. They cannot switch me to the Wellcare plan and VIA Benefits says it was an internal error. I am filing this complaint as I believe they should be held accountable for their error and could easily afford to send me the $39.60 to cover the premium I now have to pay.

  Business response

  02/21/2024

  We attempted to contact ******************** this morning and left a message. We will continue our efforts to contact ******************** later this week.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩